Why CRM Doesnt Work: How to Win By Letting Customers Manage the Relationship

Chapter 15: Which Customers and Why

1. Sandeep Kirshnamurthy, “A Comprehensive Analysis of Permission Marketing,” Journal of Computer-Mediated Communication, 2001, pp. 13, 14.

2. Ibid., pp. 6, 7.

3. “Opinion: Business Intelligence Is the Strongest Link,” crm-forum.com, March 20, 2002, p. 1.